Consumer Terms and Conditions for Town Head Farm Products Limited t/a Dales Dairies, Home Milk Delivery Service

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THESE TERMS MAY HAVE CHANGED SINCE YOU LAST REVIEWED THEM

 

Welcome to Dales Dairies, your trusted provider for fresh milk and other products home delivery. These Terms and Conditions ("Terms") govern the use of our website, services, and mobile application (collectively, the "Service") provided by Town Head Farm Products Limited t/a Dales Dairies a Limited Liability Company registered in England and Wales, company number 04910694, registered office Town Head Farm, Grassington, Skipton, North Yorkshire, BD23 5BL (“Dales Dairies”, “we” “our”, “us”).

By accessing or using our Service, you agree to comply with these Terms. If you do not agree with these Terms, please do not use the Service.

You can find everything you need to know about us, and our products on our website before you order. We also confirm the key information to you in writing after you order, either by email or in your online account.

1. Definitions

• "Customer", “you”, “your” refers to any individual who registers to receive deliveries of our products.

• "Products" refers to the milk and other related products including but not limited to cream, eggs, butter and fruit juice.

• "Service" refers to the subscription-based online delivery service provided by Dales Dairies.

• "Website" refers to www.dalesdairies.co.uk  and any related pages, applications, or other online resources provided by Dales Dairies.

2. Account Registration

To use the Service, you must register for an account on our online order portal on our Website, or directly with one of our sales representatives who will gather the required information from you in order to set up an account for you, following this we will then send you a link to our online order portal on our Website.

You agree to provide accurate, complete, and up-to-date information during the registration process.

It is your responsibility to maintain the confidentiality of your account credentials and notify us immediately of any unauthorized use of your account.

3. Subscription Plans

We offer a regular subscription for delivery of our Products. We do not offer a one-off delivery service for domestic customers.

By subscribing, you agree to receive Products to be delivered at the time periods specified on registration and on your account from time to time.   

We will contact you to confirm we’ve received your order when you first register for the Service and where you amend a standing order. Upon delivery (subject to mobile data availability) we will send you a delivery note.  

4. Delivery and Availability

• Service Area: Our delivery service is available only within specific geographic areas. We reserve the right to restrict or cease deliveries in any area at our sole discretion but we will inform you beforehand. You will be notified when you register your account on our Website if we are able to deliver to your address and we will also provide information on our Website on our delivery areas.

• Delivery Schedule: Deliveries are usually made on a biweekly basis however customers may receive a delivery once per week if required and can receive certain Products at less regular intervals. When registering on our online order portal you will be informed of which days we deliver to your area.  Your delivery schedules may vary depending on your location however we shall provide delivery within a reasonable time if we cannot deliver within your scheduled delivery window .

• Delivery Time: We will attempt to deliver the Products after 10pm and before 7am for each delivery. However, we are not liable for delays caused by factors beyond our control, including weather, traffic, or third-party courier delays. In certain circumstances we may also be required to make deliveries outside this time window, however we shall email you or post updates on our social media to keep you informed within a reasonable timeframe.

• Delivery Location: Deliveries will be made to the address provided by you during registration on our Website. Products will be left at the front door or the most accessible point. If you move house you will either need to notify us in order to change your delivery address and where the new address is in an area we provide deliveries to, we shall accommodate the change, or you can cancel and re-register an account with us.

5. Products and Ordering

• Order Amendments: Amendments to orders should be made via our Website or via email at doorstep@dalesdairies.co.uk in line with the below timescales:

  • For your Monday delivery, by 10am Saturday, for non lead time products.

  • For your Tuesday delivery by 10am Monday, for non lead time products.

  • For your Thursday delivery, by 10am Wednesday, for non lead time products.

  • For your Friday delivery, by 10am Thursday, for non lead time products.

For amendments to orders relating to other products, you must also make these within the timescales referred to above. Our product list on our website indicates whether a product a non lead time product.

Order confirmations will be sent after alterations to orders are made.

• Holidays: If you are going on holiday or you will be absent from your delivery address for a period of time and you would like to postpone your deliveries, please log-in to your account on our Website and add your holiday dates. If you do not inform us of the dates you will be away from your delivery address, then your deliveries will continue to be made as normal, and you will still be charged for deliveries.

• Product Quality: We strive to deliver fresh, high-quality milk and related products. If you have any concerns about the quality of your order, please notify us as soon as the issue becomes apparent

• Product Substitutions: We reserve the right to change our product offering at any time. In some cases, a Product may be unexpectedly out of stock. Where practicable, we will notify you in advance and may either offer you a substitute Product (which you can reject) or a full refund for the unavailable Product. All Products are subject to availability and prevailing market conditions. We may at our discretion limit the quantities of certain Products supplied to any customer if in our opinion the quantity ordered jeopardises availability for other customers. If we do so we may offer a reasonable substitute (or a refund for such Products not supplied, if they have already been paid for).

• We can suspend the supply of a Product. We do this to:

  • update the Product to reflect changes in relevant laws and regulatory requirements; or

  • make changes to the Product.

We will contact you in advance to tell you we’re suspending supply, unless the problem is urgent or an emergency. If we suspend supply, or tell you we’re going to suspend supply, for more than 1 month you can contact us by email doorstep@dalesdairies.co.uk to end the contract and cancel your subscription and we’ll refund any sums you’ve paid in advance for Products you won’t receive.

• Products may vary slightly from their pictures: Images of the Products are provided for illustration purposes only. We cannot guarantee that your computer or phone’s display of the colours accurately reflects the colour of the Products. The packaging of the Products may vary from that shown on images on the Website. We may have to substitute packaging temporarily in the event of external issues.

We strive to deliver fresh, high-quality milk and related products. If you think there is something wrong with your Product, you must contact us by emailing doorstep@dalesdairies.co.uk as soon as the issue become apparent. We honour our legal duty to provide you with products that are as described to you on our Website and that meet all the requirements imposed by law. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that you have several options for resolving disputes with us. We reserve the right to ask you to send us reasonable evidence of any of the Products affected by such issues.

6. Pricing and Payment

We take payment at regular intervals for the Service, as explained to you during the order process on our Website.

• Pricing: Prices for the Service are listed on our Website and are subject to change. We reserve the right to modify prices at any time, but any price change will be communicated to you in advance, and you will then have the option to cancel the Service going forward.

• Payment: Payments will be made via monthly direct debit payment. We reserve the right not to commence regular deliveries until your direct debit has been set up. Payment for your first delivery may be required to be paid in advance by debit or credit card. By subscribing to our Service, you authorise us to process payments via direct debit on a monthly recurring basis. An invoice will be issued to you prior the processing of any direct debit payments. 

You must inform Us immediately if changes are made to your bank or card details that may affect our ability to take payments.

Your acceptance of Products shall be determined to take place on completion of their delivery.

If we’re unable to collect any payment you owe us, we may charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us the interest together with any overdue amount.

If the rate of VAT changes between your order date and the date we supply the Product, we shall adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

• Refunds and Cancellations: If you wish to cancel or modify your standing order please notify us at least 2 days before your next scheduled delivery. If you believe a refund is due, then you must contact us via email doorstep@dalesdairies.co.uk explaining why and this will be reviewed by us prior to any refund being made.

• Cancellation of Accounts: You must not cancel your direct debits to us, until after all outstanding invoices have been settled with us.

7. Your Responsibilities

• Proper Delivery Address: You are responsible for providing an accurate delivery address. If an incorrect address is provided, we are not responsible for undelivered or misdelivered products.

• Receiving Deliveries: You agree that the delivery address provided is safe and accessible for our delivery drivers. If it is not, we will be unable to deliver the Products but you will still be charged for the delivery attempt.

• Resale: Our Products are not supplied via our household delivery service for the purposes of resale and are only supplied for your own use as a consumer.

• You may only register one Dales Dairies account on our Website per household.

• You will have to return returnable packaging from the Products to us such as milk glass bottles and fruit glass bottles by leaving them outside your property.

8. Cancellation

You may cancel your subscription to our Service at any time on 2 days notice via contacting our customer support team by email doorstep@dalesdairies.co.uk.  Upon cancellation, you will no longer receive future deliveries or be charged for future deliveries, but we are not responsible for refunding any charges that have already been processed and paid by you prior to cancellation.

We can end our contract with you

We can end our contract with you and claim any compensation due to us if:

• you don’t make any payment to us when it’s due and you still don’t make payment within 21 days of our reminding you that payment is due;

• you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the Service;

• you don’t, within a reasonable time, allow us to deliver the Product to you;

• if you do not return returnable packaging, for example, glass bottles.

9. Privacy and Data Protection

Your privacy is important to us. Our Privacy Policy governs the collection, use, and sharing of your personal information. Please visit www.dalesdairies.co.uk/privacy-policy.

10. Prohibited Activities

You agree not to under any circumstances:

• use the Service for any illegal purpose or in violation of any applicable laws.

• engage in fraud or misrepresentation regarding your account or payments.

• use the Website or Service to transmit viruses, malware, or other harmful content.

11. We don’t compensate you for all losses caused by us or our products

We’re not responsible for losses you suffer caused by us breaking this contract if the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).

• Caused by a delaying event outside our control. As long as we have taken reasonable steps, we’re not responsible for delays outside our control.

• Avoidable. Something you could have avoided by taking reasonable action.

12. We’re not responsible for delays outside our control

If our supply of the Service is delayed by an event outside our control, such as natural disasters, pandemics, acts of government, or interruptions in supply chains. we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact us by email doorstep@dalesdairies.co.uk to end the contract and receive a refund for any Products you have paid for in advance, but not received.

13. We can change products and these terms

Changes we can always make. We can always change a product:

• to reflect changes in relevant laws and regulatory requirements; and

• to make minor technical adjustments and improvements, for example to address a human health threat. These are changes that don’t affect your use of the product.

14. Governing Law and Dispute Resolution

You have several options for resolving disputes with us

• Our complaints policy. We will do our best to resolve any problems you have with us or our Products and/or Services. Please email doorstep@dalesdairies.co.uk.

• Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court.

• You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

15. Other important terms apply to our contract

• We can transfer our contract with you, so that a different organisation is responsible for supplying your Product. We’ll tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract.

• Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

• If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

• Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.

16. Contact Us

If you have any questions, concerns, or feedback regarding these Terms, please contact us at:

Town Head Farm Products Limited
Town Head Farm
Skipton
01756 752 296

doorstep@dalesdairies.co.uk